Frequently asked questions

Contactly is an AI form builder and customer enquiry inbox for Shopify stores. Create storefront forms, personalize reply emails, and manage submissions with replies, internal notes, and status tracking.

Choose an inline form, a popup, or a slide-out. Popup and slide-out forms open from a button whose label you can customize in the theme editor. Slide-outs can open from the left or right side.

Yes. Describe the form you need and AI will suggest an editable draft. Review its name, fields, and answer options before creating and publishing it. You can also add fields manually.

Yes. Preview your form while editing. Changes to a published form stay in the draft until you publish them, so you can review your edits before visitors see them.

Yes. Each form can have a reply-email template with its own subject, body, and footer. Write it yourself or use AI to draft it, then review, save, and enable it. Contactly sends that saved template for eligible submissions; it does not send automatic acknowledgements to submissions flagged as spam.

Insert the field tags shown in the reply-email editor to include submitted values such as the customer's name. Check the live preview, ask AI for quality feedback, and send a test email before enabling the template.

Free includes 2 forms, Starter includes 5 forms, and Pro and Plus include unlimited forms. Every plan includes AI reply drafting, submission analytics, CSV export, and spam filtering.

Yes. All four plans include unlimited submissions and inbox access. Plan limits apply to the number of forms and the monthly AI credit allowance.

AI credits are used when you generate a form draft, draft a reply-email template, or ask AI to check an email's quality. Different operations can use different amounts of credits.

Free includes 25 AI credits/month; Starter includes 200 AI credits/month; Pro includes 1,500 AI credits/month; Plus includes 6,000 AI credits/month. Credits renew at the beginning of each calendar month in UTC. Unused monthly credits do not roll over.

Yes. Every plan includes spam filtering, including Free. Suspicious submissions are stored and marked for review, and you can mark them as spam or not spam from the inbox.

Paid plans are charged in USD through Shopify on a recurring 30-day billing cycle. Open the Plan page inside Contactly to choose a plan or manage your subscription. Shopify asks you to approve a new paid subscription before it becomes active.

Yes. CSV export is included on every plan. You can export submissions using the inbox's search, form, and spam filters. Each export contains up to 5,000 submissions, so narrow the filters for larger lists. Export any data you need before uninstalling the app.

Check that the form is published, the Contactly Forms app embed is enabled, and a Contact form block has been added in your theme editor with the correct form ID. For popup and slide-out forms, use the block's trigger button to open the form.

Open Contactly from your Shopify admin and go to the Setup guide. It walks you through enabling the app embed and adding a Contact form block to your storefront.

Your reply remains saved in the enquiry thread with a failed delivery status. Use the retry action in that thread to try sending it again.

No. Internal notes stay in Contactly. Use the reply tab when you want to send an email to the customer.

Contactly supports Shopify's customer data-request and redaction workflows. Merchants can also request a customer data export from the app's Privacy settings. Read the Policy page for details or contact our team with your request.

Email [email protected] with your question or visit our Support page for help.